ComplaintsforKinetic

• Initial Complaint

  07/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Kinetic Windstream I've been a customer for over 2 years. Since January the bill has increased and I was not given any notice of this nor did I agree to it. My bills have been set up for autopay so finding the change in pricing and overdue balance was a shock and very disappointing. Now today my service has been disconnected and there is a balance showing due of over $200. I never agreed to the changes reflected on my account and it is unethical and probably illegal to expect me to pay. When I called for help, I want told I had to pay the balance to even disconnect the service and avoid further charges. I want my bill to be adjusted back to the billing amount that I last agreed to and for all late fees to be refunded. Also for my service to be disconnected and my account closed immediately.

  Business response

  08/02/2024

  ****** ** **** ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** ***         ******* ***** ********* **** ********* **** *** ********
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by ******* *****.
  
  From the filings, we understand that Ms. ***** has raised concerns regarding her Kinetic by Windstream billing.
  
  With respect to Kinetic's response, Kinetic by Windstream notified its business customers on their July 2023 invoices that a 16% increase would apply to all internet services, online security, backup plans, and modem rentals within the next 30-60 days. At that time, Ms. *****’s rate before taxes and discounts was $99, with the modem rental being $11.00. Following the increase, the plan rate increased to $115.99, and the modem rental fee increased to $12.76, resulting in an $18.75 increase.
  Additionally, on the January 2024 invoices, Windstream notified its business customers of an additional 13% increase effective February 1, 2024. This adjustment caused the internet rate to rise from $115.99 to $131.07. Ms. *****’s service was also benefiting from a $35 customer service credit for 24 months, which expired on May 9, 2024, contributing to an additional increase.
  Our records also indicate that automatic payments were established with a maximum threshold of $50. Because the monthly service cost exceeded this amount, payments were drafting for $50 only, leading to an accumulated past due balance and late fees. Notices were sent to the email address on file *******.*****@*****.com on February 1, 2024, advising Ms. ***** of this. Additional emails were sent on March 1, March 30, May 2, May 30, and July 4, 2024, informing of the $50 threshold limit. By the July 16, 2024, invoice, the past due amount was $165.61, with a current balance of $102.11, making the total balance $267.72. Our records indicate services were disrupted for non-payment on July 23, 2024. On the same day, Ms. ***** spoke with our account specialist team to request disconnection of service. Our agent applied adjustments totaling $148.16 for late fees and the expired credit. Additionally, to reduce the billing and retain Ms. ***** as our customer, the $35 customer service credit was applied back to the account for 24 months, now expiring on July 23, 2026. With these adjustments, Ms. *****’s billing should be approximately $53-54 per month if there are no late fees or reconnection charges. It is important to note that all pricing is subject to change, and any billing changes will be posted under the Windstream Customer message on page 3 of 4 of the invoice 30-60 days prior to taking effect.
  Attempts to contact Ms. ***** via phone were unsuccessful. An email was sent to Ms. ***** at the email address provided on this inquiry with the above information. I’ve provided my direct contact information on the email sent should Ms. ***** have any questions or concerns in the future.
  We regret any inconvenience these matters may have caused Ms. *****. We appreciate her business and patience as we work to resolve these issues. Please feel free to contact me if you should have any additional questions or concerns.
  Sincerely,
  ****** ****** ******* ********* ********** ********** ** ************ *** ********
  
  CC:         ******* *****              **** ******** ***** **              ******** ** *****

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our problem is our service has been down since July 12th. It is now July 19th. Our internet is still not up . This has caused us to have security cameras go down home phone go down internet's down TVs down. Need to know why it takes so long to get this resolved. The lines were cut. Not our fault. Its the people down the road? It is an outage and lot of people are very upset over this. It should have been fixed at least before the weekend and not hold off until possibly Monday. That is out of the question and it's ridiculous

  Business response

  07/26/2024

  **** *** **** ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** ***         ***** ******** ********* **** ********* **** *** ********
  
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by ***** ********.
  
  From the filings, we understand that Ms. ******** has raised concerns regarding the Kinetic internet being out of service and the timeline for repair.
  
  With respect to Kinetic's response, Ms. ******** contacted me directly on July 12, 2024 to report her internet service was not working. A ticket had already been created with the commitment date of July 15, 2024. I coordinated with our local field operations to have the ticket expedited and our technician dispatched the same day. Our field technician discovered that a cable had been cut by a bulldozer. Issues with the filed maps being down delayed locating the damaged cable. An area outage was created, and the ticket was associated to it. Once the damaged cable was located, our construction crew were engaged to complete repairs. I received an update on July 25, 2024 that the repairs had been completed. I confirmed with Ms. ******** that services have been restored. I provide a $42 credit to the account for the 2 weeks out of service. Ms. ******** has my contact information should she have any questions or concerns in the future.
  We regret any inconvenience these matters may have caused Mr. and Mrs. ********. We appreciate their business and patience as we work to resolve these issues. Please feel free to contact me if you should have any additional questions or concerns.
  
  Sincerely,
  ****** ****** ******* ********* ********** ********** ** ************ *** ********
  
  CC:         ***** ********
               *** ****** **              ***** ******* ** *****
  
  

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are now on the 3rd day of a complete internet outage with Kinetic by Windstream. Calling the company is useless to get any sort of details related to the outage or to get an ETA of restoration. My wife and I both work from home and rely on internet access to do so and this has been impeding that ability.

  Business response

  07/26/2024

  **** *** **** ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** ***         **** *** ********* **** ********* **** *** ********
  
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by **** ***.
  
  From the filings, we understand that Mr. *** has raised concerns regarding his internet being out of service and the timeline for repair.
  
  With respect to Kinetic's response, upon investigating, our systems registered an area outage on July 16, 2024. Our Network and Field Operations technicians were dispatched to the remote and discovered they were not able to access the node. It was determined that our equipment was being impacted by a sonic fiber failure on the AT&T fiber line. Our Network and Field Technician created a ticket with AT&T to have repairs expedited. The outage was resolved by July 20, 2024 and services have been restored to our impacted customers.

  Attempts to contact Mr. *** to confirm his service has been restored have been unsuccessful. Our records indicate his service is fully trained with full rates and margins. Testing conducted to his modem show it to be online with a device connected. Due to the out of service, I’ve applied a $30 adjustment to the account which covers a full week. I’ve left this information on his voicemail in addition to my contact information should he have any additional questions or concerns.

  We regret any inconvenience these matters may have caused Mr. ***. We appreciate his business and patience as we work to resolve these issues. Please feel free to contact me if you should have any additional questions or concerns.
  
  Sincerely,
  ****** ****** ******* ********* ********** ********** ** ************ *** ******** ***         **** ***              **** ******** **              *** ******** ** *****
  

  
  

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/1/24 Scott county workers cut my land line for my phone and internet cable while they were digging up a road they notified Windstream who did not come out to fix it and just told them it was a dead line. I put in a report to have someone come out to fix my phone and internet but due to the holiday they could not come until the following Tuesday. They did not make it on tue by this time I got my daughter involved she called the Scott county road engineer and that person has been calling everyday since and Windstream keeps saying they will do something to fix it and they don’t. I am a 92 year old women with bad knees and back. I use a walker to walk. I pay every month for first alert so if I fall or get hurt I can call for help when I am alone if I get hurt however it requires my phone line which is still dead after 10 days. I am afraid I will get hurt and won’t be able to get help. My daughter penny whose phone number and cell helped me file this report. I do not do well with cellular phones that is why I have a land line. THIS HAS BECOME WHAT I FEEL IS A POSSIBLE MEDICAL EMERGENCY. Now it is Friday and there is still no hope or date that Windstream will ever get this fixed. If you need more information you will need to call my daughter Penny Liebbe 320-563-0179, as there is no way for you to call me. PLEASE HELP ME GET THIS FIXED.

  Business response

  07/25/2024

  **** *** **** ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** ***       ******* ***** ********* **** ********* **** *** ********
  
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by ******* *****.
  
  From the filings, we understand that Ms. ***** has raised concerns regarding her her phone and internet being out of service and the timeline for repair.
  
  With respect to Kinetic's response, upon investigating, our records indicate Ms. ***** contacted Kinetic on July 2, 2024 to report her modem was not working. A modem replacement request was submitted, and our FedEx tracking shows it was delivered on July 6, 2024.
  On July 3, 2024, a second ticket was created for no internet connection with the original commitment date of July 9, 2024, however, the appointment had to be rescheduled for July 10, 2024. Our technician dispatched and submitted a cable maintenance repair (CMR) form for the damaged cable. Repairs were completed on July 23, 2024 and service has been restored. I spoke with Ms. ***** this morning and confirmed the restoral. I applied an adjustment of $138.76 which covers the full month of service. Ms. ***** has been provided my contact information should she have any future questions or concerns.
  We regret any inconvenience these matters may have caused Ms. *****. We appreciate her business and patience as we work to resolve these issues. Please feel free to contact me if you should have any additional questions or concerns.
  
  Sincerely,
  ****** ****** ******* ********* ********** ********** ** ************ *** ********
  
  CC:      ******* *****
             ***** ***** ***            ********* ** *****           * 

• Initial Complaint

  07/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Called Kinetic about a billing issue, requested a supervisor was transferred 4 times each time I was told I was getting a Supervisor but ended up with another customer service rep. On hold for 45 minutes. Worst Customer service ever. I was told I was guaranteed a two year price of 49.99 only had them 4 months and now my bill is $68.38, since No one can resolve my issue I'm reaching out to the BBB as a last resort.

  Business response

  07/19/2024

  **** *** **** ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** ***         ***** ***** ********* **** ********* **** *** ********
  
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by ***** *****.
  
  From the filings, we understand that Ms. ***** has raised concerns regarding her Windstream billing and poor customer service experienced.

  With respect to Kinetic's response, after reviewing the calls Ms. ***** had with our customer service team on July 10, 2024, I coordinated with the supervisors of the agents involved to ensure proper coaching is provided.

  Additionally, upon reviewing, Ms. ***** is subscribed to the Simple Kinetic Internet service at up to 100MB speed for $55, with a modem rental and protection plan for $10.99, and our Kinetic Total Secure package for $14.99. Customers who sign up for auto pay receive $5 off per month. In addition, new customers receive the Kinetic Secure package at no cost for the first 3 months. After which they will be billed the regular rate of $14.99 or can call in to have it removed. The offset credit of $14.99 expired on June 28, 2024, which is why Ms. *****’s billing increased from $53.39 to $68.38.
  Lastly, to ensure the billing is at the quoted amount, I removed the Total Secure package, and applied a $14.99 credit to adjust the charge on the current invoice. In addition, I applied a $10 customer service credit for 24 months and offset the modem rental fee going forward. With these adjustments, Ms. *****’s billing should be $45 per month until July 2026.

  Attempts to contact Ms. ***** have been unsuccessful. I left a voicemail on her contact number and emailed Ms. ***** the above information and my direct contact information should she have any additional questions or concerns in the future.

  We regret any inconvenience these matters may have caused Ms. *****. We appreciate his business and patience as we work to resolve these issues. Please feel free to contact me if you should have any additional questions or concerns.
  
  Sincerely,
  ****** ****** ******* ********* ********** ********** ** ************ *** ********
  
  CC:       ***** *****
               *** ******* ***** ****              ******* ** *****
  
  
  

  Customer response

  07/20/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 26th my wife called Windstream because our internet wasn’t working and she did not realize we used Verizon for internet. I still had basic internet on my account because of the bundle price. We did not even have an windstrem modem, just our Verizon modem/router. Your tech came out here, installed a new modem told her the Verizon modem was garbage now and took it with him. We don’t use windstrem because your speeds are terrible here. I need my Verizon modem back unless windstream wants to pay me for the cost I will be charged for that one plus the new one. I want it brought back to my home and then I want them to take what they installed. Your technician scammed my wife and should have told her to call the internet company because it was obvious we were not using windstream for internet. If your technician trashed my brand new modem then we need to come to agreement on how you will pay for it. I do not want to file a complaint with my attorney general office so I am trying this method first.

  Business response

  07/18/2024

  **** *** ****    ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** *** ***** ******** ********* **** * ******** **** *** ********
  
  This letter acknowledges receipt of the notice of the complaint filed by ***** ********.

  From the filings, we understand that Mr. ******** is inquiring about the return of a Verizon modem that he believes was removed from his home by a Windstream technician on June 26, 2024.

  Regarding Windstream's response, on June 25, 2024, Ms. ******** contacted Windstream to report that her internet service was not working and requested a technician for troubleshooting. Windstream dispatched a technician to their home on June 26, 2024. Records indicate that Mr. ******** subscribes to an up-to-15M internet service through Windstream. Upon arrival, the technician discovered an issue with the cable, which was open halfway to the DSLAM. We repaired the cable, switched service to an E7 pin due to a faulty C7 pin, and installed a new modem. We confirmed that Ms. ******** could connect her devices and browse the internet.

  Mr. ******** claims that Windstream took his Verizon modem when we left his home that day. However, upon speaking with Mr. ********, he was unable to provide any documentation or proof that Windstream removed his Verizon modem. As a gesture of goodwill, Windstream has provided a one-time, $50.00 courtesy adjustment to his account to settle his claim. No further credits or adjustments will be provided.

  We apologize for any inconvenience this situation may have caused. Windstream values Mr. ********’s business. Please feel free to contact me if you need any further information.
  
  Sincerely,
  ******* ******* ********** ************** ********* ******** ********* ************ ** ********
  
  CC:      
  ***** ********
  ***** * ***** ** * ****** ***** ** *****

  Business response

  07/30/2024

  **** *** ****    ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** *****
  *** ***** ******** ********* **** * ******** **** *** ********
  
  This letter acknowledges our receipt of the notice of the rebuttal to Kinetic’s response to the complaint (as identified above) filed by ***** ********.

  From the filings, we understand that Mr. ******** is wanting reimbursement for a Verizon modem that he says Kinetic took from his home during a repair visit which was requested by his wife on June 26, 2024.

  With respect to Kinetic’s response, as stated in Kinetic’s initial response, upon speaking with Mr. ******** about his concerns on July 17, 2024, he was unable to provide any documentation or proof that Windstream removed his Verizon modem. As a gesture of goodwill, Windstream has provided a one-time, $50.00 courtesy adjustment to his account. Kinetic takes no responsibility for the misplacement of Mr. ********’s Verizon modem, but again, to appease this claim and close the complaint, Kinetic will be happy to apply an additional $100.00 credit to Mr. ********’s account. No further credits or adjustments will be applied in the case. Kinetic considers this matter resolved.
  

  We apologize for the inconvenience of this situation. Kinetic appreciates Mr. ********’s business. Please feel free to contact me should you need any further information.
  
  Sincerely,
  ******* ******* ******* ********* *********** ********** ************ ** ******** ***       ***** ******** ***** * ***** ** ****** ***** ** *****

  Customer response

  07/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  07/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had internet installed. When I received my bill I am being charged for internet and for a phone number. Specifically, for phone number ************. I did not request a phone number and I do not have a house phone. I already called them to have the phone service charge removed. They told me at first that they couldn't refund me for it after they charged me for a service that I do not have and do not use. Then I called back again and spoke to another agent. They offered a one time credit and supposedly removed the services charges for a phone. To this date five months later they continue to fraudulently charge me for a phone service which I do not have, never requested, and have not used. This additional false service has doubled my bill every month. I should not be charged for a service that I do never requested, do not have, and do not use. Yet they continue to charge me month after month for a home phone.

  Business response

  07/18/2024

  **** *** **** ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** ***         ****** ****** ********* **** ********* **** *** ********
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by ****** ******.
  
  From the filings, we understand that Ms. ****** has raised concerns regarding being billed for phone service not requested.

  With respect to Windstream's response, upon investigating, our records indicate Ms. ****** established service with Windstream on February 14, 2024. The services subscribed were:
  Phone bundle adder at $25
  Non-published number at $3.90
  Internet at up to 100MB speed at $64.99
  Kinetic Total Secure package at $14.99
  $15 promotional credit for 12 months
  $10 auto pay credit for 12 months

  Our records indicate Ms. ****** contacted Windstream on February 20, 2024, to request the phone service be removed as it wasn’t requested or installed. An order was placed to remove the phone adder and change the service to our Solo Internet plan; however, the order was missing information, which caused it to be placed in a held order status, and the removal of the phone service was not completed. Additionally, a second order was placed on February 22, 2024, to remove the Kinetic Total Secure package of $14.99.

  I spoke with Ms. ****** this morning and reviewed the services. I cancelled the order that was in the held status and placed orders to disconnect the dial tone and change the service to our Simple Internet plan. With this, the phone, non-published number, and 911 charges are removed. I adjusted $195.76, which accounts for six months of these services. Ms. ****** should see her bill at approximately $49 for the next 12 months with her first-year promotional credits. I’ve provided my direct contact information to Ms. ****** should she have any additional questions or concerns in the future.

  We regret any inconvenience these matters may have caused Ms. ******. We appreciate her business and patience as we work to resolve these issues. Please feel free to contact me if you have any additional questions or concerns.
  Sincerely,
  ****** ****** ******* ** ********** ********* ******** ********* ************ ***** ** ********
  
  CC:         ****** ******
               *** **** *** **              ******* ** *****

  
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing because for the last 2 weeks we have been without home phone service. I have called several times prior to this complete outage to report static, line goes dead in the middle of a conversation, on and off phone showing check telephone line. I have called on a daily basis only to get recording stating that there is a widespread outage in my area, and it will be resolved by 8pm that day (NOT happened yet!) I have NOT seen or talked to anyone that works with Windstream anywhere in our community working on any problem. I pay $101.00 each month and at the very least I want someone to tell me what the heck it is taking so LONG to fix this issue!!!!! I can only imagine how ticked off people would be if they had internet service with this company.

  Business response

  07/17/2024

  **** *** **** ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** ***         ***** *** **** ******* ********* **** ********* **** *** ********
  
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by **** *******.
  
  From the filings, we understand that Mrs. ******* has raised concerns regarding the Windstream phone associated with telephone number ************ being out of service and the timeline for repair.
  
  With respect to Windstream's response, after receiving this inquiry, I contacted Mrs. ******* and created a service ticket for no dial tone on July 9, 2024 with the commitment date of July 10, 2024, however, the ticket was associated to an area outage the same day and the ticket was closed. A new ticket was created on July 12, 2024, and has again been associated to an area outage due Spectrum cutting our transport lines while doing construction in the area. Repairs were made; however, it was discovered that some of the fibers may have been incorrectly spliced. Our network technicians and field operations are still actively working to complete repairs to restore services to our impacted customers in this area. Due to the service issue and delay in repairs, I’ve adjusted $102 to the account which covers a full month of service. Mrs. ******* has my contact information, and I will continue assist her and provide updates as more information becomes available.
  We regret any inconvenience these matters may have caused Mr. and Mrs. ******* We appreciate their business and patience as we work to resolve these issues. Please feel free to contact me if you should have any additional questions or concerns.
  
  Sincerely,
  ****** ****** ******* ** ********** ********* ******** ********* ************ ***** ** ******** ***         ***** *** **** *******              *** ****** **** ****              ******** ** *****
  
  

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Kinetic windstream provides our wifi service at the address listed as with any service provider you expect short outages from time to time. today 6/26/ 2024 marks the 6th day in a row of service interruption. It was also out of service from June 6th to June 12th of this month. This is our internet service and phone service. Without it we are off the grid so to speak and have to drive down the road a couple miles to make a phone call. I have spent numerous hours on the phone trying to get to the right people to handle the situation. They seem to be ill prepared to resolve the problem, always giving you several different reasons as to why there is a problem. In my mind they are misrepresenting the reliablity of services offer in their advertising It seems we have a discontinuance of service during this time of year- it was out close to 3 weeks I believe last June, 2023.

  Business response

  07/05/2024

  **** ** **** ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** ***          *** ****** ********* **** ********* **** *** *******,
  
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by *** ******.
  
  From the filings, we understand that Mr. ****** has raised concerns regarding his Windstream phone and internet being out of service and the timeline for repair.
  
  With respect to Windstream's response, upon investigating, our records indicate Mr. ****** contacted Windstream on June 6, 2024 to report the internet service was not working. A ticket was created with the commitment date of June 7, 2024. The ticket was associated to an area outage the same day. On June 12, 2024 our technician dispatched and noted that the service was restored, however, not to full rates. On June 22, 2024 a new ticket was reported for no internet connection. The ticket was again associated to an area outage due to damage to the Fixed Wireless tower. Our contractors were engaged to make repairs which were completed on Wednesday, July 2, 2024. I spoke with Mrs. ****** this morning and confirmed restoral. I applied a credit of $103.55 which covers a full month of service due to the outage and frustration caused. Mrs. ****** has been provided my contact information should they have any additional questions or concerns in the future.
  We regret any inconvenience these matters may have caused Mr. and Mrs. ****** We appreciate their business and patience as we work to resolve these issues. Please feel free to contact me if you should have any additional questions or concerns.
  
  Sincerely,
  ****** ****** ******* ** ********** ********* ******** ********* ************ ***** ** ******** ***          *** ******                 *** ********* **                 ********* ** *****
  
  

• Initial Complaint

  06/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company is the biggest joke I have ever worked with in my life. After waiting almost a year to get the internet cable out of our tree and connected to the line that was buried in our yard, we were finally content with our service. The debit card I had associated with my account had been compromised, so I didn’t realize the payments were not being made. Our service was disconnected unbeknownst to me. I call their customer service to try and figure out why I have no internet. After spending an hour on the phone troubleshooting this and that ( most of that time on hold) they finally realize my account had been disconnected. I make the payment in full, and I am told service will be restored within the hour. It is not. My account was cancelled not just disconnected. I spoke with probably 15 different people, going through all of the exact same account information and troubleshooting each time. Three times we were randomly disconnected. No one had answers. No one could tell me who to contact. These people are powerless. They can’t do anything except for read from their script and forward you to the next person who will read the same script. In total, my husband and I spent over 6 hours total on the phone trying to resolve this issue. Finally, I was told it would be easiest to just start over and start a new account. To go through all of this again? I don’t think so. Kinetic can cancel me for good! Their system is very broken.

  Business response

  07/05/2024

  **** ** **** ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** ***          ***** ******* ********* **** ******** **** *** ********
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by ***** *******.
  
  From the filings, we understand that Ms. ******* has raised concerns regarding her Windstream billing and poor customer service experienced.

  With respect to Windstream's response, upon reviewing Ms. *******’s account, our records indicate that a payment of $96.03 was received on February 5, 2024, but was rejected by Ms. *******’s bank. This led to the disenrollment from autopay on February 6, 2024, and leaving a balance of $96.03 still owed. Additional billing increased Ms. *******’s total due to $199.81 by March 7, 2024. By June, the account balance had risen to $628.58, which our records indicate Ms. ******* paid on June 24, 2024.

  Further investigation into the interactions Ms. ******* had with our customer service and technical support revealed a system error. The billing platform showed Ms. *******’s account as disconnected, however, it didn’t interface with all systems. This error incorrectly indicated the account was active when, in fact, it had been disconnected on June 10, 2024, resulting in confusion and numerous transfers between departments. During one of the calls Ms. ******* was informed by our tier-2 technical support that a new installation order was necessary to restore service, yet this process was not completed. On June 25, 2024, during a call with our account specialist, an order was initiated, but it was not finalized due to a declined request for a credit check by Ms. *******. I have collaborated with the supervisors of all involved agents to ensure a thorough review is conducted and ensure that appropriate coaching is provided.

  I’ve made multiple attempts to contact Ms. ******* without success. I’ve provided my contact information in the voicemails left and via email sent this afternoon with my apologies. Should Ms. ******* have any additional questions or concerns she may contact me directly.

  We regret any inconvenience and frustration these matters may have caused Ms. *******. We appreciated her business and patience as we work to resolve these issues. Please feel free to contact me if you should have any additional questions or concerns.
  
  ********** ****** ****** ******* ** ********** ********* ******** ********* ************ ***** ** ******** ***          ***** *******                 **** * **                 ********* ** *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩